Creation of new CSM-Cases triggers several warnings in the system log.

Example: "CaseDefaultUtil" is not defined

Steps to Reproduce

  1. Create a new case and note the timestamp.
  2. Go to system logs , navigate to Warnings.
  3. Observe the warning message around the timestamp noted in step1.

           Evaluator: org.mozilla.javascript.EcmaError: "CaseDefaultUtil" is not defined.
           Caused by error in <refname> at line 1
           ==> 1: new CaseDefaultUtil().getCaseDefaultValue(current,'contact_time_zone')


This problem has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

A workaround to this issue is available. Please follow below steps to fix the issue.

  1. Open Contact time zone (contact_time_zone) field dictionary entry for Case (sn_customerservice_case) table.
  2. Change the "Default Value" to: javascript:new sn_customerservice.CaseDefaultUtil().getCaseDefaultValue(current,'contact_time_zone');
  3. Save the record and test

Related Problem: PRB1365639

Seen In

SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
SR - SIR - Splunk Enterprise Event Ingestion - Madrid 2019 Q2 v5.0.2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3

Fixed In

New York Patch 8

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-11-15 10:56:28